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social media crisis management

July 25, 2015
What do you do when someone posts something negative about your brand online? Do you respond straight away? Do you ignore it? In this post, Chris Syme present five elements that need to be addressed as part of any social media crisis plan.
When Should You Respond To A Social Media Surprise? | Social Media Today
June 26, 2015
As the saying goes, “you can’t please all people, all of the time”. While this statement is true, the relevance and potential impact of disgruntled customers has been significantly amplified by the advent of social media. Companies have to be prepared to respond to negative comments and negative reviews in a way that satisfies not only the person doing the complaining, but the wider the audience looking on and reading your response.
5 Tips for Dealing with Negativity on Your Social Media Channels | Social Media Today
June 03, 2015
The FIFA scandal has been a reputation crisis unprecedented in its scale and global reach - this infographic looks at the global fallout for sponsors.
FIFA Scandal: Blatter’s Resignation & Social Reaction Across the Globe [Infographic] | Social Media Today
July 30, 2014
Are you playing Russian Roulette with your social media practices? Maybe it's time for a social media crisis check-up to see if you're engaging in any risky behavior. Here are five red flags to get you started.
June 26, 2012
Watch this video for guidance about social media crisis management and what companies and organizations can and should do to begin to protect themselves with the right social media crisis plan.
June 19, 2012
An explanation of how a social media crisis is run and the situations which have cropped up in recent workshop sessons: for example: Are legal departments ready for social crises? How often should you post updates? Can you post the same message across different channels?
May 29, 2012
A social media response triage is an “if this, then that” flow chart housed in your social media policy that will help you make wise decisions on whether an event is escalating to the point where it needs a response.
May 02, 2012
The opening night of the 2012 Social Media Success Summit featured a power-packed session by Jeremiah Owyang and his research on how advanced companies use social media. One of the questions after his presentation asked how to handle the escalation process in social media that can turn frustrated customers into an angry mob.
April 28, 2012
Of course, it's best to avoid a crisis in the first place. But if a situation does erupt, how a brand handles it via its social media channels can make a huge difference. Preparing a social media crisis plan is essential - but how can you test the way you communications will work and give your teams real experience? A social media simulation tool can help.
April 26, 2012
A social media crisis is a stressful time for all parties involved. It’s easy to panic, get overwhelmed and make decisions that can end up hurting your brand even further. When faced with a social media crisis, do yourself a favor and avoid the following 5 common mistakes I see brands make over and over again!